IT Help Desk Specialist-Hybrid

Pearl Interactive Network, Inc. is hiring a Hybrid IT Help Desk Specialist to support a fast-paced contact center by handling inbound service calls and ticketing queues. This role focuses on troubleshooting hardware, software, and network issues while maintaining accurate incident documentation and service levels in a 24/7/365 operations environment. The position is based in the Louisiana market, with a hybrid schedule that includes limited onsite work.

Role overview

As an IT Help Desk Specialist, you will respond to incoming service requests, evaluate and prioritize end-user issues, and work through troubleshooting steps to drive resolutions. You will also use historical records and incident database tools to diagnose, isolate, and analyze problems, while supporting customers using established documentation and customer service standards.

Responsibilities

• Answer incoming service calls and/or self-service ticketing queues on behalf of a client to provide accurate, appropriate information.
• Identify, evaluate, and prioritize end-user issues to ensure inquiries are resolved successfully.
• Use troubleshooting techniques to address hardware, software, and network issues.
• Document incident status and solutions in incident database tools.
• Diagnose, identify, isolate, and analyze problems using historical database records.
• Follow established levels of service and required time frames for customer service and documentation.
• Adhere to contact center scheduling during hours of operation.
• Complete clerical and/or administrative duties as assigned.

Requirements

• High School Diploma required.
• AA/AS, or equivalent in a related field of study, preferred.
• 1+ years of related experience.
• U.S. Citizenship required.
• Residents must live within a 60-mile radius of the Bossier City, LA facility and will be required to work onsite twice per month.
• Must be eligible to obtain public trust clearance.
• Availability to work any shift during hours of operation (24 hours a day, 7 days a week).
• Home office or a quiet space to work, plus reliable high-speed internet access.
• Experience troubleshooting software and hardware issues, including Windows and Mac O/S, internet systems, and networking.
• Familiarity with contact center management database.
• Previous experience working with a ticketing system.

Technologies

• Windows
• Mac O/S
• Ticketing system
• Incident database tools
• Contact center management database

Training and operating hours

• Specialists must be available to attend a PAID 3-week training session.
• Training is conducted Monday through Friday, approximately 40 hours per week.
• 24/7/365 operations.

Compensation and benefits

Pay: $17 to $22 per hour. Additional $5.09 per hour toward Health and Wellness Benefits.

• Medical, dental, vision, and life insurance.
• Paid time off and paid holidays.
• 401K eligibility.
• Ancillary benefits supporting professional development and coaching.

Location

• Bossier City, LA (hybrid)

Technical equipment and remote office requirements

• Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No satellite connections are allowed.
• Test your network at speed.cloudflare.com before applying.
• Ethernet cable access is required. Wi-Fi-only connectivity is prohibited.
• A private, secure workspace within your home away from noise and distractions.
• Computer equipment, monitor, and headset will be provided.

Physical requirements

• Regularly required to stand, walk, sit, use hands to finger, handle, or feel objects or controls, reach with hands and arms, and talk or hear.
• Regularly required to sit for prolonged periods of time.
• Occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required, including close vision, distance vision, depth perception, and the ability to adjust focus.

Education

• High School Diploma